Center Representative Call

ESTHER KIIMOH

240-***-**** adtalu@r.postjobfree.com

SUMMARY

Cheerful and upbeat Call representative with history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication, and focused solutions. Expert at finding win-win solutions. Detail-oriented approach to resolving CRM issues.

SKILLS

Call center operations

Quality control

Providing customer support

Call control skills

Housing commission of Anne-Arundel County: Jan 2021 till present

Housing Specialist

-Communicates via phone and email with applicants and Landlords to obtain outstanding documentation to continue processing Pending Applications.

-Examines and evaluates all documents to ensure authenticity.

-Ensures Applicant files are complete and concise, successfully completing 15 new applications per day on average.

-Observes applicant/file confidentiality etiquette.

-Uses applicable policies and procedures to review web-based Emergency Rental Assistance applications to determine eligibility, make appropriate assistance recommendation, and finalize applications for quality control review in a timely manner.

-Calculates income, deductions, exemptions, and rental assistance amounts.

- Advises both Tenants and Landlords of program regulations, administrative policies, and procedures when required

-Ensure documents are well viewed to avoid fraud

-Follow up by phone calls and documentation to make sure all documents provided is valid for Landlords to be paid on behalf of rents owed by Tenants.

EXPERIENCE

Call Center Representative, McDonald's, May 2018 - 0ct 2020 Detroit MI,

Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.

Managed customer expectations by clarifying needs, identifying options, and recommending products and services.

Met or exceeded call speed, accuracy, and volume benchmarks on consistent basis.

Documented conversations with customers to track requests, problems, and solutions.

Maintained strong call control and quickly worked through scripts to address problems.

Assessed customer account information to determine current issues and potential solutions.

Consulted with customers to determine best methods to resolve service and billing issues.

Answered, screened, and processed high volume of calls daily with call management system and web-based communications.

Resolved inquiries to consistently meet performance benchmarks.

Trained new employees on processes to promote productivity team-wide.

Corresponded with service department team members to build and implement successful solutions to customer problems.

Handled escalated customer service concerns to preserve revenue streams from key customers.

Improved call management database by frequently changing and updating customer contact information.

Negotiated with vendors to expedite product shipments and backorders.

Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations, and resolving problems to maximize efficiency.

Handled more than 50 calls per day to assist customers and dispatch services.

Managed high-volume of inbound and outbound customer calls.

Explained key information regarding products and services to customers to encourage informed decision-making.

Reviewed files, records, and other obtained documents to respond to customer requests.

Asked probing questions to determine service needs and accurately input information into electronic systems.

Documented customer inquiries and feedback, including service delivery suggestions in company database.

Pursued opportunities to advance client relations skills and further enhance customer satisfaction in every interaction.

Strengthened team performance and productivity by training and inspiring team members.

Educated clients on how to navigate company systems and work within established frameworks to obtain desired services.

Implemented services to assist company in maintaining exceptional client service ratings on external audits.

Taught agents’ successful strategies for positively influencing customer experiences, maintaining control of call flow and de-escalating conflicts.

Call Center Representative, Chase Bank, April 2017-May 2018 DALLAS, TX

Conducted CRM tasks to maintain quality assurance satisfaction levels.

Shared detailed information regarding options to help customers make decisions.

Consulted with customers regarding needs and addressed concerns.

Took over 40 inbound calls per day, attentively listening to customers' questions and concerns and increasing customer base 90%.

Filled out sales reports to turn in to managers, recording customer information and details surrounding transactions, including purchase date and order specifications.

Processed layaways, returns and exchanges.

Processed customer account changes using proprietary software.

Completed high volume of outbound calls per day with above-average conversion rate.

Achieved or exceeded 98% satisfaction rating on consistent basis.

Used electronic documentation, reference tools and automated training to drive customer service ratings.

EDUCATION AND TRAINING

Bachelor in Marketing

Linguistics, University of Yaoundé 1, Yaoundé Cameroon October 2012

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